Average resume stats for your industry
Words
428
Pages length
2.1 p
Job titles per resume
3.4
Bullet points per job title
10.9
Experience
12 years
Top Skills for Service Desk Manager resume
HARD SKILLS
  • Python
  • Java
  • Javascript
  • SQL
  • GIT
SOFT SKILLS
  • Communication
  • Organisation
  • Analytical thinking
  • Creativity and innovation
  • Accountability
Resume Example Fold Background
Resume Background
icon bar chart

INDUSTRY STATS

According to the U.S. Bureau of Labor Statistics, Service Desk Manager positions are at a 11% growth rate, which is faster than average. With that said, there are currently 482,000 jobs in the market right now. The total number of jobs is expected to increase by 52,700 to 534,700 in the period of 2020-30.

What’s more, the median annual wage for the Service Desk Manager jobs was $151,150 in May 2020. The lowest 10% earned less than $90,430, and the highest 10% more than $208,000.

Our conclusion? The Service Desk Manager job market is wide open for candidates.

Top Service Desk Manager sections that make the best resume

  • Header
  • Professional summary
  • Experience (with numbers and results)
  • Relevant skills
  • Education
  • Certifications

How to write a Service Desk Manager resume experience section

Service Desk Manager Resume’s Job Experience Checklist:

icon book open

  • Use 4-6 bullet points per job title;
  • Don’t go further than a decade behind when describing your job history, unless you’re applying for an executive position;
  • Combine job responsibilities as well as achievements with numbers in results when you describe your past work;
  • Start each sentence with a power verb and avoid overused buzzwords;
  • Use either C-A-R or S-T-A-R methodology, when describing your experience.

The work experience samples below come from real Service Desk Manager resumes that got people hired at top companies. You can use them as an inspiration to build your own resume:

Work Experience
IS Global Service Desk Manager / Site Manager
Moxie Marketing
2011-2018
  • Leading a Global Service Desk team of 15 people located Sweden, Germany, Poland, China and US
  • Forming and managing an Onsite Services (Local IT) virtual team of +50 indirect reports operating in +100 locations of DeLaval
  • Transition, Program and Project management to initiate and lead internal improvements in order to meet strategic goals
  • Optimizing the delivering processes within the team, improving quality, efficiency by setting short, mid and long-term goals
  • Setting salary and budget routines and ongoing cost control, managing budget with regular cost follow-up
Work Experience
IT Service Desk Manager
Hessel - Ruecker
2016-2017
  • Supervision of the team and Service Desk activities.
  • Management of working practicesand processes to support the Service Desk.
  • Monitoring and evaluation of KPIs indicators, defining activities to maintain objectives.
  • Supervision of the team activities.
  • Personnel Management (performances, absences, vacation planning).
  • Coordination of external vendors and contractors.
  • Support for EMEA and global sites.
  • Business implementation through the Service Now platform and the ITIL framework.
  • Definition of periodic reports on the KPIs status, on volume of processed tickets, and on management time.
  • Elaboration of documents about the customer's network architecture.
Work Experience
IT Service Desk Manager
Sanguine
2019-2021
  • Management of 24 Hour Helpdesk
  • Manage Service Level Agreements
  • Customer Liaison
Work Experience
Service Desk Manager
Hermiston LLC
2017-2020
  • Introduced new structure and working meathodology that directly improved morale and productivity.
  • Improved First Time Fix rate to over 85% by implementing a Knowledge database.
  • Introduced a software deployment tool reducing calls by 32%.
Work Experience
Service Desk Manager & Level 3 Support Technician
Cipher Publishing
2017-2021
  • Re-organized help desk staff workflow management system and coordinated staff/schedules
  • Implemented productivity and service improvement plans
  • Coordinated vendor purchasing and installation for A/V upgrades
Work Experience
Service Desk Manager
Metz - McCullough
2015-2017
  • Managing a team of over 12 administrative & technical support staff
  • Strengthening the IT infrastructure through to implementing new technologies. Performing routine audits of systems & software
  • Manage the IT budgets and expenditure on hardware and software
  • Developing & maintaining the company IT systems, Software and databases
  • Recommending and implementing improvements and efficiencies
  • Reporting to the IT director & chief executive
  • Having excellent time management, confidentiality & communication skills. Having strong IT, Commercial, Planning & Budgeting skills
  • Management of server software and associated backup routines
  • Evaluate, test, advise, train & support IT related projects
  • Procurement of IT hardware, software and maintenance products and services
  • Responsible for the recruitment and training of new staff
  • Writing documentation for IT procedures, security and disaster recovery
  • Maintaining documentation of changes regarding users, functions & systems
  • Managing the internal & hosted network infrastructure including servers, switches and telephony
  • Travelling to client sites to help with installs, deployment and troubleshooting. Managing of the daily data backup&retrieval scheme
  • Installing and operating Windows desktop and server operating systems. TCP/IP networking and hardware maintenance and repair
  • Assistance with training of staff and compiling procedural documentation; Training new employees
  • Assisting the network manager with support requests
  • Ensure computer hardware is safe & complies with health and safety legislation
  • Applying patches in accordance with company procedures
  • Windows 2008; 2000; SBS; XP; NT; WIN '98; Administration of Network. Installation and setup of workstations and servers
  • Configuring print servers; RAS - Remote Access Service
  • Administrative and installation
  • Modem setup and dial-up installation ; Backup administration
  • Hardware & Software auditing. Exchange administration 2000; V5.5
  • Microsoft Windows '98; Windows 2000; Windows XP Home; Windows XP; Vista; Professional; Windows 2003 Server Standard Edition
  • Installation and troubleshooting of all the above Microsoft software and Microsoft Office products
  • Anti-virus packages; MacAfee Norton, Trend
  • Bakup solutions and backup recovery
  • Print Audit software installation; configuration and troubleshooting
  • ADSL; Access Points and routers; configurations and troubleshooting
  • Wireless configurations and installations on the following products
  • Network cabling and installations; Server administration
  • Cabletron routers maintenance configuration
  • Remote tools - Dameware - Tight VNC - Team Viewr - MS Teams
Work Experience
Acting Service Desk Manager
Epic Adventure Inc
2019-2021
  • Lead mentoring, development and management of eight IT Support Analysts ensuring they're capable of performing on accountabilities that enable business outcomes and deliver on quality.
  • Lead the assessment of team's capabilities on an ongoing basis to determine learning and skill requirements including identifying and coordinating appropriate training.
  • Primary contact with office leadership for projects and continual service improvement.
  • Global 24/7 responder for business impacting P1/P2 incidents.
PRO TIP
pro tip icon

Show off real numbers that display your accomplishments in past roles. Instead of listing out your responsibilities as Service Desk Manager, talk about the measurable impact you made to their business. Did you boost their revenue? Increase customer retention? Mention your proudest points on your resume.

Action Verbs for your Service Desk Manager Resume

At Enhancv, we went through countless Service Desk Manager resumes and uncovered which are the unique words people use to spice up their resumes. Forget about buzzwords - use these power words instead to make your experience section shine.

Service Desk Manager Resume Skills’ Tips & Tricks to Impress Recruiters

Resume Skills Section Checklist:

icon book open

  • Ensure your hard skills section (including technologies) are exactly matching the job description.
  • Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
  • Find a way to showcase your skills beyond the skills section.
  • Your resume’s skill section is important to ATS systems - so don’t skip it.
Top Skills for your Service Desk Manager resume
HARD SKILLS
  • Python
  • Java
  • Javascript
  • SQL
  • GIT
  • HTML
  • MySQL
  • CSS
  • Jira
  • C++
SOFT SKILLS
  • Communication
  • Organisation
  • Analytical thinking
  • Creativity and innovation
  • Accountability
  • Flexibility
  • Eager to learn
  • Perseverance
  • Problem solving
  • resourcefulness
PRO TIP
pro tip icon

When describing your experience, don’t go too far from its terminology. Recruiters use ATS systems to filter resumes based on them having certain keywords, so make sure you use at least a few keywords mentioned in the job description.

what to write in your resume header

CHECKLIST For Your Service Desk Manager Resume Header

icon book open

  • Your name and surname in a legible and larger resume font
  • The job title you’re applying for or your current job title as a subheading to your name
  • Link to your portfolio or online profile, such as LinkedIn
  • Address (City and State for the US; just your city for rest of the world)
  • Email address
  • Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)

Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:

  • first.last@gmail.com
  • last.first@gmail.com
  • firstlast@gmail.com
  • f.last@gmail.com
  • first.l@gmail.com
PRO TIP
pro tip icon

Include a link to your portfolio in your Service Desk Manager resume header. Most companies will require that you include one in your resume, and even if they don’t, it’s an excellent opportunity to directly show them your proudest projects.

Service Desk Manager Resume Summary Best Practices

what to write in your resume summary

Checklist: What to include in your Service Desk Manager resume summary:

icon book open

  • Years of experience;
  • Highlight top 3 skills and proficiencies;
  • One big professional accomplishment you’re most proud of, that you can tie with the aforementioned skills;
  • Use short, direct sentences - but no more than three - to keep the HRs interested.
writing icon

Resume Summary Formula:

Resume Summary Formula: [Adjective] [job title] with [number] years of experience in [industry], a proven ability to [relevant, measurable skills], and a strong background in [relevant context of your work experience] seeks a position as [the job title you’re applying for].
PRO TIP
pro tip icon

Read the job description carefully and understand what the hiring company is exactly looking for. After that, write your summary accordingly while highlighting your potential and ability to be the best at that job.

Listing Your Education, Certifications and Courses

Resume Education Section Checklist:

icon book open

  • Ensure your hard skills section (including technologies) are exactly matching the job description.
  • Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
  • Find a way to showcase your skills beyond the skills section.
  • Your resume’s skill section is important to ATS systems - so don’t skip it.

Top Certifications for your Service Desk Manager resume

Certification Image
IT Support and Service Desk jobs -Crash Course for Beginners
Let me help you land your first job in IT. Learn about different roles, procedures, tools, and applications - Part 1
Certification Image
SDI SERVICE DESK MANAGER QUALIFICATION (SDM) practice exams
Pass the SD0-302 certification on the first attempt. 136 questions
Certification Image
SD0-302 - Service Desk Manager Qualification Practice Exams
4 Practice Exams with 230+ Unique Questions from SD0-302 - Service Desk Manager Qualification Certification Exam
Certification Image
IT Troubleshooting Skill and Process Management
Screen, Train and Develop (Troubleshooting Skills and Tools): A Manager's Guide To Building a Service Desk Team
PRO TIP
pro tip icon

There are dozens of certifications that you can claim as a Service Desk Manager. But, some are more effective than others. That’s why you mustn’t include every certificate other applicants might have. Try instead to earn and list a few of the difficult ones.

Service Desk Manager Resume: Additional Writing & Formatting Tips

There are three basic resume formats you can choose from:

The most optimal format for your particular case will depend on your years of experience, as well as whether you’re switching industries or not.

Reverse chronological resumes are best suited for experienced individuals who are sticking to their industry. The experience section takes a central place, and its bullets contain your responsibilities and achievements, coupled with numbers and results.

Functional resumes are used by less experienced jobseekers or career changers. Note that it’s not a format that recruiters prefer, as most are used to the classic chronological alignment. Instead of a list of job titles, functional resumes focus on your skills, and through what experiences you gained them.

Hybrid resumes are great for both experienced and entry-level candidates, as well as career changers. They combine the best of both worlds - most often in a double column format, where one side of the content is focused on your experience, whereas the other - on your skills, strengths, and proudest moments.

Service Desk Manager Resume Summary best practices

Here are more resume tips regarding your layout and style:

To take it a step further, check out how your resume can stand out without leaning too much on the creative side.

PRO TIP
pro tip icon

Test your draft Service Desk Manager resume by sending it out to peers and mentors in your circles. Ask them to review it as if they are hiring you for a project and implement the feedback afterwards.

Other sections to include in your resume

Depending on the type of company (corporation or start-up; innovative or traditional), job seniority level and your location, you may want to include more sections to your Service Desk Manager resume:

Service Desk Manager Resume: How to Make Yours More Creative & Stand Out

When you send your resume to a potential employer, chances are it's the fiftieth one they've seen that day. That's why you need to make your Service Desk Manager resume stand out for the right reasons. That means showing your personality, not just your professional experience. Employers are far more likely to remember a candidate who seems like a genuine person and not a robot. Do this by including your passions (which is also a great place to demonstrate skills on a resume), share your favorite books, or even what your usual day looks like.

day of my life on resume - Enhancv resume section

What Makes a Great Service Desk Manager Resume: Key Takeaways

  • Choose a resume layout that sends the right message across and fits your current career situation;
  • Create a resume header that shows your desired job title, and easy to find contact numbers;
  • Be specific about your experience, accomplishments and future goals in your summary;
  • Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
  • List soft skills backed by examples;
  • Add all of your technical skills and certifications that you have and match the job description;
  • Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
Volen Vulkov Avatar
Volen Vulkov
8 minute read
Updated on 2022-03-25

Looking to build your own Service Desk Manager resume?

Enhancv resume builder will help you create a modern, stand-out resume that gets results
Variety of custom sections
Hassle-free templates
Easy edits
Memorable design
Content suggestions
TRY FREE FOR 7 DAYS

See more Information Technology resume guides

Learn from people’s resumes similar to your industry.

Check out more winning resume examples for inspiration

Browse resumes from people who’ve succeeded in their job hunt.

How to build your resume

Recommended reads from our blog on how to make a great resume.

Get Inspired with Our Resume Templates

BROWSE TEMPLATES